Partner Admin Access Process

This article outlines the process for requesting and managing Partner Administrative access to school sites. This access allows partners to perform specific administrative tasks on behalf of the school, enhancing efficiency and collaboration.

Partner Responsibilities

Initial Discussion

The Partner and the School will discuss the benefits and scope of Partner Administrative access, including the specific administrative tasks the Partner will perform. (See Arbor Partner Admin Permissions Guide)

Data Sharing Agreements

The Partner and the School must confirm that appropriate data sharing agreements are in place before proceeding with the access request. This is a critical step to ensure compliance and data security.

Support Ticket Submission

The Partner submits a ticket to Partner Support requesting Administrative access for the specific school. This ticket must include confirmation of the School's approval for Partner Administrative access. This can be a copy of an email, a signed document, or other verifiable confirmation.

Arbor Partner Support Responsibilities

Ticket Validation

Upon receiving the ticket, Partner Support will verify that the school is manager by the Partner within Gainsight.

CBM Validation (If Necessary)

If there are any concerns about the Partner's management of the school, Partner Support will consult with the relevant Customer Business Manager (CBM) for clarification.

System Update

Partner Support will update the system (Gainsight) to reflect approved Partner Administrative access for the school. The support ticket reference will be added to Gainsight for tracking and audit purposes, documenting the agreement between the school and partner.

Acknowledgement and Guidance

Partner Support will reply to the Partner, acknowledging the access grant. This response will detail the specific functionalities now available to the Partner and emphasise the importance of ensuring that only trained internal personnel utilise this access. The Partner is responsible for the actions of their staff.

Requesting Partner Admin Access Step-by-Step

Discuss with the school

Have a thorough discussion with the school about the tasks you will be performing and the level of access you will be granted.

Confirm Data Sharing Agreements

Ensure all necessary data sharing agreements are in place.

Gather School Approval

Obtain written confirmation from the school granting the administrative access.

Submit a Support Ticket

Create a ticket with Partner Support. Include the following information:

• School Name
• School URL
• Name of team members needing to have access and their email addresses. (Each member must use their own email address to register, not a generic email address. This is to ensure GDPR compliance.
• School's written approval for Partner Administrative access (e.g., email copy, signed document). This must be from a Head Teacher or CEA (if a MAT contract). You MUST include written confirmation that you have the necessary data sharing agreement in place with the school that permits you to access and modify the school's data and make independent changes to their Arbor system.

Await Confirmation

Partner Support will process your request and notify you once access is granted.

Managing User Access within the Partner Team

Adding Users

Once Partner Administrative access is granted for a school, the Partner is responsible for managing user access within their own team. Requests for adding or removing users should be submitted by the Partner to Partner Support. Since school approval for Partner access is already on file, further approval is not required for individual user adds or removes within the Partner's organisation. 

Removing Users

The Partner must promptly notify Partner Support when a user with administrative access leaves the Partner organisation. This ensures that access is revoked and maintains data security.

Partner and School Responsibilities for Changes and Data Integrity

Leavers and Support Changes

The Partner is responsible for notifying Partner Support when a user with administrative access leaves the Partner organisation or if the school switches to Direct Support or leaves Arbor.

Data Changes

The Partner and School are jointly accountable for any changes made to the school's data. Any engineering work and associated costs required to rectify data issues caused by Partner actions will be the responsibility of the Partner and/or School, as agreed upon between them.

Disclaimer

While Partner Administrative access provides valuable capabilities, it's crucial to exercise caution and adhere to best practises. The Partner and the School acknowledge and agree that they are jointly responsible for maintaining data integrity. Any data corruption, deletion, or other adverse effects resulting from Partner actions are the responsibility of the Partner and/or School to resolve. Arbor is not liable for data issues arising from Partner Administrative access.